An 84-year-old grandmother from Brighton is refusing to pay her energy bills after being forced to switch to online payments, a move she says has stripped her of independence.
Pat Arrend, who has lived in her Moulsecoomb home for 55 years, insists she will only resume payments when she can once again settle her bills in person. In the meantime, her stand against British Gas has left her facing £1,400 in debt and the threat of being cut off.
Pat said she felt “forgotten” by the system:
“When you reach a certain age you become a non-entity, but this non-entity will be heard.”
The dispute began early last year when British Gas announced it was going paperless. Pat was reassured she could still receive paper bills and pay them at her local post office. But after that promise, no bills arrived. Months later, she was shocked to receive a letter demanding £500 in unpaid charges, despite having never missed a payment in her life.
“I always paid my bills quarterly, in person, and on time,” she explained. “But since going paperless, I’ve been left in the dark.”
Now the debt has grown to £1,400, and Pat has been contacted by the company’s solicitors. Despite numerous phone calls—both from herself and her son—she says she has made no progress.
“We were promised twice that I’d get paper bills again, but nothing has changed,” she said. “It’s been a total waste of time.”
Pat stresses she is ready and willing to pay, but only if she can do so on her own terms. She doesn’t feel comfortable making large online payments and relies on her children for help, something she feels undermines her independence.
“It’s not just about paying a bill,” she said. “It’s about my independence and my privacy.”
Her daughter Nicki agrees, pointing to the risks of scams and online fraud.
“She doesn’t want to be making big payments online or over the phone—how do you know who you’re talking to? They tell you not to share your details, then expect you to do exactly that.”
The situation escalated when solicitors asked Pat if she lived alone and whether she kept medication in the fridge, leaving her worried that British Gas was preparing to disconnect her supply.
The ordeal has caused stress and sleepless nights for the grandmother, who says the fault lies entirely with the company.
“I won’t be paying the solicitors because British Gas created this mess. They’re walking all over people, and it’s not right.”
After the story came to light, British Gas issued a statement apologising to Ms Arrend and confirmed she will now receive paper bills again. The company also promised a goodwill gesture in recognition of her experience.
